Major disruptions are becoming more the norm than the exception. In a consumer-based economy like ours that means retailers will need to react fast to keep or regain their footing. How things worked before won’t work going forward.
Coming into 2020, it was clear that customers and associates were developing a different set of priorities and expectations. The last three months have only magnified the operational shortcomings of many retailers and brands and accelerated the need to recognize and adopt new processes and technology to honor what customers value and what successful associates need.